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Global Director, Dealer Technical Support & Field Service Engineering

Ford Motor Company Dearborn, MI

Dearborn, MI

Today

Full time Manager Engineering Director Field Service Engineering

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Job Description

Ford is hiring a strategic Global Director to modernize global Technical Support Operations (TSO/Hotline) and Field Service Engineering (FSE) into a more proactive, predictive, and data-driven service-enablement capability.

Responsibilities

Own the strategy, performance, and modernization of global Hotline/TSO and FSE operations.
Build and lead a closed-loop learning system for unresolved and hard-to-diagnose vehicle issues, partnering with CIDR, Diagnostics, Skill Teams, Product Development, Quality, Design for Service, Service Engineering, Programs, and Manufacturing.
Create processes that turn field problems into validated knowledge, corrective actions, and reusable technical guidance.
Leverage field, case, vehicle, warranty, connected-vehicle, and market data to identify current and future dealer and technician needs.
Set technical domain priorities (powertrain, electrical and electronic systems, software and connectivity, chassis, climate, body, interior) using trends, frequency, complexity, and business impact.
Use demand insights to shape workforce capacity, training, diagnostic content, tooling, and technical support strategy.
Use field learnings to strengthen Design for Service standards and influence future serviceability, diagnostics, repairability, data availability, and technician readiness.
Ensure validated repair results feed upstream diagnostics and AI-enabled Technical Support/TAS capabilities, with appropriate governance.
Establish Diagnostic Accuracy as an enterprise metric, including target ownership, reporting, and continuous improvement.
Deliver enterprise outcomes across Diagnostic Accuracy, FIRFT, Repair Order Duration, and overall dealer and customer experience.
Standardize global Hotline/FSE processes, escalation models, knowledge management, and KPI structures while supporting regional flexibility.
Lead the transition from reactive technical support to a predictive, proactive service-enablement approach.
Help the organization anticipate repair needs, parts requirements, and technician readiness before vehicles reach dealerships.

Requirements

Bachelor’s degree.
10+ years of experience in a supervisory or managerial role, including a track record of leading, coaching, and developing talent across operational and technical teams.
Proven ability to build strong relationships and collaborate across domestic and global organizations at all leadership levels.
Strategic mindset with capability to translate enterprise strategy into actionable plans and measurable results.
Strong organizational skills to manage multiple priorities in a fast-paced environment.
Exceptional analytical and structured problem-solving skills with a history of driving continuous improvement.
Excellent interpersonal and written and verbal communication skills, including alignment across multidisciplinary and global stakeholder groups.

Technologies

AI-enabled Technical Support/TAS

Benefits

Immediate medical, dental, vision and prescription drug coverage
Flexible family care days
Paid parental leave
New parent ramp-up programs
Subsidized back-up child care
Family building benefits including adoption and surrogacy expense reimbursement, fertility treatments, and more
Vehicle discount program for employees and family members and management leases
Tuition assistance
Established and active employee resource groups
Paid time off for individual and team community service
Paid time off for a generous schedule of paid holidays, including the week between Christmas and New Year’s Day
Paid time off and the option to purchase additional vacation time

Additional Considerations

Master’s degree or MBA
6-Sigma Black belt
Experience in automotive technical support, field service engineering, vehicle diagnostics, dealer operations, or aftersales service
Experience leading global operations, organizational transformation, or cross-functional process standardization
Experience using operational, vehicle, warranty, or connected-vehicle data to guide business decisions and improve service outcomes

Job Details

Location: Dearborn, MI (hybrid)
Leadership level 4
Visa sponsorship: Not available
Employment eligibility: Candidates must be legally authorized to work in the United States; verification required at time of hire
Equal Opportunity Employer

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